Guild Wars 2

gary.1273:

please help me…..my account question already 11 days,I still didn’t get any answer
this is my 121224-001759
121223-002371
121223-000686
121222-000259

STOP submitting duplicate tickets. You are delaying your response. The team will get back to you as soon as they can.

Update: 30 December (based on list of 12/24)

121221-001035 Resolved
121217-002070 Resolved
121218-001529 Resolved
121218-002117 Resolved
121219-000077 Resolved
121221-000791 Resolved
121217-001155 Responded today
121219-000366 Received update from your friend today, thank you.
121220-002781 Followed up on this today
121129-000113 Followed up on this today
121215-001752 Followed up on this today
121218-000724 Followed up on this today
121219-000235 Followed up on this today
121219-002541 Followed up on this today
121221-000404 Followed up on this today
121221-002788 Followed up on this today
121213-000102 Followed up on this today
121213-002054 Followed up on this today
121214-000225 Followed up on this today
121214-000931 Followed up on this today
121214-000931 Followed up on this today
121214-002039 Followed up on this today
121215-002277 Followed up on this today
121216-000826 Followed up on this today
121217-001136 Followed up on this today
121218-000407 Followed up on this today
121218-000724 Followed up on this today
121218-003017 Followed up on this today
121218-003018 Followed up on this today
121218-003019 Followed up on this today
121220-000341, 121215-00186 Followed up on this today
121220-002211 Followed up on this today
121219-003118 Account involved in cheating. Will not be reinstated.
121220-000324 Account involved in cheating. Will not be reinstated.

Due to the holidays, reviews are taking a little longer than normal, as you can see. I have contacted the teams — Payments/Billing, Fraud, and others — and the agents are going to get me more updates tomorrow. We apologize for the delay.

Update: 30 December — Part 1

121221-001035 Resolved
121217-002070 Resolved
121218-001529 Resolved
121218-002117 Resolved
121219-000077 Resolved
121221-000791 Resolved
121217-001155 Responded today
121219-000366 Received update from your friend today, thank you.
121220-002781 Followed up on this today
121129-000113 Followed up on this today
121215-001752 Followed up on this today
121218-000724 Followed up on this today
121219-000235 Followed up on this today
121219-002541 Followed up on this today
121221-000404 Followed up on this today
121221-002788 Followed up on this today
121213-000102 Followed up on this today
121213-002054 Followed up on this today
121214-000225 Followed up on this today
121214-000931 Followed up on this today
121214-000931 Followed up on this today
121214-002039 Followed up on this today
121215-002277 Followed up on this today
121216-000826 Followed up on this today
121217-001136 Followed up on this today
121218-000407 Followed up on this today
121218-000724 Followed up on this today
121218-003017 Followed up on this today
121218-003018 Followed up on this today
121218-003019 Followed up on this today
121220-000341, 121215-00186 Followed up on this today
121220-002211 Followed up on this today
121219-003118 Account involved in cheating. Will not be reinstated.
121220-000324 Account involved in cheating. Will not be reinstated.

Due to the holidays, reviews are taking a little longer than normal, as you can see. I have contacted the teams — Payments/Billing, Fraud, and others — and the agents are going to get me more updates tomorrow. We apologize for the delay.

Notes:

• Botting, RMT/gold selling, and fraud reviews, and purchase rejections, take time. Please be patient.
• Don’t file duplicate tickets — they slow down your resolution. Submit ONE ticket and update it if necessary. Thank you.*

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum. Provide your 12-digit incident number in every post.

Hi there Telekalos – Unfortunately the crash report didn’t tell me much as far as this crash is concerned. That being said we’ll need to see a bit more diagnostic information before we can come to any sort of conclusion. I’d like to collect a Game Advisor report so I can look into why you might be experiencing this crash. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link.

You can either attach the report to the thread, or you can create a support ticket and attach it to your ticket. If you decide to create a support ticket, could you please reply back with the ticket number so that I can further investigate this issue for you?

Hi Telekalos – I’m curious to see a crash report from you. This may give us some indication as to why you’re experiencing this issue. You can locate this by browsing to Documents\Guild Wars 2 and it will be the ArenaNet.log file.

You can attach the file to the thread by clicking “More posting & formatting options…”

Hi lilidiep – I went and looked at your Game Advisor report and it doesn’t look like you’ve got any video card drivers installed. This could definitely explain the issue that you’re experiencing. Depending on whether or not you have an Nvidia or AMD card installed, I would recommend checking out the auto-detect features of one of the two websites to locate the most up to date drivers for your laptop:

For Nvidia cards:
http://www.geforce.com/drivers

For AMD cards:
http://support.amd.com/us/gpudownload/Pages/index.aspx

Hi Ruralgeek,

While we do have some suggestions for helping players work around this issue, ultimately we need you to understand that this is a limitation of 32-bit Operating Systems and not actually of Guild Wars 2. The main issue here is simply memory limitations inherent in 32-bit Operating Systems. From what you have mentioned, you have upwards of 16GB of RAM but due to how 32-bit operating systems work, you can only use 3.5 GB. The problem comes in the form of the additional video memory your graphics card has.

This is where it gets a little complex but the short version is that the additional memory can push your total available memory into negative numbers resulting in crashes or simply, “out of memory errors.” Some players have resolved this by upgrading to 64-bit operating systems and others have simply removed physical RAM from the system to bring the memory totals closer to values intended for that revision of Windows (32-bit). Obviously removing RAM from your PC is not an ideal solution but I wanted to give you all the information we have found regarding these issues. You can read more about this issue from Microsoft here: http://support.microsoft.com/kb/929605 but the important part is listed below:

“For example, if you have a video card that has 256 MB of onboard memory, that memory must be mapped within the first 4 GB of address space. If 4 GB of system memory is already installed, part of that address space must be reserved by the graphics memory mapping. Graphics memory mapping overwrites a part of the system memory. These conditions reduce the total amount of system memory that is available to the operating system.”

One solution presented by players being affected by this is to change the “Maximum pre-rendered frames” in the Nvidia control panel. To do this:

1. Right-click on your desktop and select “Nvidia Control Panel.”

2. Select "Manage 3D Settings.

3. Scroll down until you find “Maximum pre-rendered frames” and change it from “Use the 3D application settings” to “1.”

Once completed, click “Apply” to save your changes and try Guild Wars 2 again.

You have been patient, and I’m sorry that you have not had a more informative response. You were on my review list five days ago and I’ve asked again for help with that today. Again, I am sorry that you’ve been waiting so long.

wildcode.5403:

Having developers checking the forums regularly would probably help resolve some issues quicker as they would know what questions to ask, or respond to questions about what we could provide that would help them resolve the issue.

From what I can gather at the moment, any information that developers get is vetted by moderators and if a moderator mis-understands an issue, it could be mis-directed or overlooked, as is what happened when the loot drop issue was first reported in bugs (and was moved to discussion).

Actually, we do not vet any info, we forward them to the appropriate teams, so that they can have a look and then decide what happens with it.
And as you’ve already seen, a lot of Dev’s actually do roam around the forums and gather information themselves and see what happened in the meantime between our report and your discussion.
But you have to understand, they can’t be so active on the forums to talk with you, as they work on their main and biggest task: the game.

PraetorMortis.8610:

What I would love to see posted:
– The developer’s ideas: your thoughts on the state of play, what is working what isn’t
– Specifics: don’t tease us with “we’re implementing a change of some sort sometime” tell us what you’re lookin to do and approximately when.
– Put patch notes on the launcher so I don’t need to hunt them down. If a change is made that has a large impact on a proffession, try to include a few notes so we know why you guys felt X needed to be buffed/nerfed.

I see some interesting suggestions here, but there is one point I would like to talk about: we never give precisely which changes/modifications will come until we are 100% sure of them. The main reason for that is that most of the time, ideas needs to be polished, modified, and sometimes even deleted before we can obtain the best one.

That being said, it’s still good to get constructive feedbacks on the way the communication is done and I would like to thank you for your contributions here.

Oh great. Another 38 PMs, most of them asking me to review their tickets or answer questions I’ve already answered on the forums. I may need to have the forum team disable my PMs, so please don’t abuse the system.

• If you have an account issue, please submit a ticket.
• If you have continued questions, update your existing ticket (do not make a new one) and add your question(s).
• If you need to follow up, wait at least 3 days — to allow the team to address your ticket — and then post in the Tickets for Review thread above.
• Please do not submit a ticket and immediately post here. Please do not submit a ticket, post here, and send me a PM. The team will work as quickly as they can, and PMs are not intended for discussions of individual tickets.

Thank you for understanding.

You should know that we do not generally get involved in these sorts of situations, in that party formation is considered a “gentleman’s agreement” and it’s often quite difficult (and time consuming) to try to sort out “who did what, to whom, and why.”

However, you’re welcome to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. You can include your screenshots in the ticket.

As explained in the post about account restorations, the service is all or nothing. It’s an all-account “roll back” to a date as close as possible to the compromise incident. What you are requesting is the replacement of an item, and we do not offer that service.

I did review the ticket, and I do not know why you were told that we could not restore the account. It appears that you would have been eligible, although at this point I understand you do not want to lose the progress you’ve made since the account was restored to you. I apologize for that miscommunication, and I am letting the agent’s lead know that this happened, so that this erroneous message isn’t given to anyone else. But again, we do not have the ability to replace items in the manner you request.

Ultimately, the security of your account is your responsibility. Being “locally hacked” means you either left the game open, saved both credentials in an insecure environment, shared the account, or used such insecure credentials that a friend or family member guessed them. It doesn’t matter that you were at work or that people will attest to that; the issue is that the account was accessed and we have no way — under the circumstances — to know that it wasn’t an “access with permission” event. (The confusion these situations cause is one of the reason that account sharing is strictly disallowed in the User Agreement.)

Restoration is intended for accounts that are accessed from an unknown, remote third party, not by an “Evil Little Brother” or a buddy who was sharing the account. I’m sorry, but you are not eligible for a restoration.

Incidentally, it seems to me that the team was smart to send you new credentials, since under the circumstances someone else may still have had access to the account. This wasn’t an error, but an attempt to assist you.

According to the Support Team, you were contacted on the 28th to point out that names were blocked but you were not suspended. In addition, other players (thanks, guys!) have pointed you towards our statements about policies on names and offensive language.

As such, this was resolved days ago and I will close this thread.

Uzaka.6793:

So here’s the situation, 3 friends of mine and many other players were doing a Random event, Towards the end, one of my friends, (Character name of Xx guru Xx, Account name of Gurumurph.2584) Suddenly got a pop up reading (Paraphrasing, as I didn’t get to see it) “Your account has been suspended for account issues…” (He was unable to finish reading it as his game closed out) He is somewhat annoyed now and has submitted a ticket, however, the 4 of us cannot think of anything he did wrong, Is there anyway we can find the reason he was suspended? so we can think back and see if it was deserved, even if an accident?

Your friend submitted a ticket and he will be helped as soon as possible. It’s not protocol for us to review tickets and give answers to friends via the forum. This is a matter that your friend needs to discuss with the CS Team.

Some items are given once per account and come to you in your in-game mail. If you delete a character and the items are in the possession of that character, you may lose them. This is indicated in the game interface. Please review the Knowledge base article here: https://en.support.guildwars2.com/app/answers/detail/a_id/9055/.

The Dire Wolf is a skill, not an item. Please see the article for details.

Hi,

As Solid Gold stated, the best way to report teleporting bots at the moment is to take a screenshot and send it to our customer support afterwards.

Thanks!

Often, account thieves steal an account, use it for botting, and then get banned. They therefore cause the account owner TWO issues: They steal (compromise) the account and they get it banned for botting. It is not at all unusual for an account to be banned for botting, and then, upon contact from the owner, to have the account mark changed to “hacked account.” That is a normal change that takes part as the issue is brought to the team and investigated.

You have a ticket on file, so please update to continue to discuss with Support. But I hope you understand the system better now, and realize this is not something over which we have control, and that we’ll do the best we can to get legitimate players back on their accounts as soon as possible.

Corvus — I asked for a review 5 days ago. I sent a repeat request again today. The holidays are impacting some resolutions, but I don’t see any reason that you should be waiting 12 days. However, you should know that the ticket response sent on the 21st was considered a “final answer.”

The account was found to be involved in using a cheat. I fully understand that you state that no cheats were used, and that is why this needs another review. Buying another code is not advised at this time because I don’t want you to spend money to try to reactivate an account that may not be released for a new code. This can be part of the discussion you have with Support when they get back into the ticket and after the agent looking at the ticket discusses this with the agent involved in the initial actions.

I apologize for the delay and very much hope that you will hear from someone very soon.

Gunthar Dragon — the ticket numbers are 12 digits, not 11. If your friends are still needing help and it has been three days or longer, please post in the Tickets for Review thread above.

Please note that there is a reason that the Tickets for Review thread exists: To focus concerns about older tickets in one place. Please continue to use that thread if you have concerns, rather than starting individual threads.

I really think your friend needs to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist him.

For tips on what information to provide in a ticket, please read this post.

As these folks have pointed out, your account appears to be at risk. Please submit a ticket immediately so that Support can assist you in trying to re-secure your account. Then consider using either Two-Factor Authentication System or E-mail Authentication System

Please give this wiki article a read, and consider visiting the HoM FAQ.

Agree. Those are coppers on the screen, not gold. Gold is a very valuable commodity in Guild Wars 2, so selling off found items (component, ingredients, common drops) for 50 G would not happen.

Oh, and welcome to Guild Wars 2! I think you’ll love it.

I am sorry this happened to you. I wouldn’t worry about getting suspended, but if you do, please immediately submit a ticket and explain the situation and the team will sort it out.

I have started an email thread on this issue. We had a similar situation of “sound harassment” in Guild Wars, and if this proves to be an issue, the devs will want to know about it. So thanks for the reports and we’re sorry about any issue you experienced with players who are not showing the proper “spirit of the season!”

I do not understand. How is this issue flagged as “appealing for unjustified charges?” I would imagine you mean “appealing for unjustified suspension (or termination).”

Regardless, since a ticket has been filed, the issue will be reviewed and if the party is not involved in gold sales — advertising, distribution, botting to farm, etc. — the account will be reinstated.

I agree with the above: If the password is secure, and used exclusively for GW/GW2, the risk of account theft is minimized. Also consider using one of our Authentication Systems:

Two-Factor Authentication System

E-mail Authentication System

Oreoginal.1580:

A LOT of people have the same problem as you right now, including me (my gf to be exact). The only problem is that this also includes actual gold buyers and gold sellers. And of-course those gold buyers and gold sellers will plead nonstop claiming that they haven’t done any gold buying/selling. The only way for Arena Net to distinguish the liars from the bunch is by checking each claim one at a time. It’s those kittening gold buyers/sellers that are causing all this problem. I am also incredibly irritated at this since it’s such a huge inconvenience for something that wasn’t even our fault, but no amount of QQing in the forums will help (sadly). The best thing to do right now is to get your friend to send a ticket and hope he gets his account back.

We are all truly sympathetic about any undeserved suspension that happens. But you’ve summed it up very accurately, Oreoginal. The system gets bogged down in appeals from cheaters, and there is no way to know who’s legit and who’s a cheater (RMTer, botters, exploiter) until the account is carefully reviewed, and that takes time.

I just thought of an idea that might help us “sort” appeals. Not sure if it’s feasible but I’ll share that with the team when we’re all back together after New Year’s and we’ll assess if we can, perhaps, expedite certain appeals. In addition, we will see if the Security Team has any tweaks they can make to reduce false positives, as well.

In the meantime, we have a team working 24/7 and we’ll do our best to get folks back into the game as quickly as possible. Thank you for understanding and explaining the situation so well.

Thanks to Michael who provided the perfect answer here. I will now close this thread.

Hey,

Indeed, as explained in this thread, we are now able to restore your account at a previous date.

Please check the account restoration FAQ for more details.

Thanks!

Hi,

While we really appreciate that you took the time to give us your feedback, we’ll now close this thread as it does not invite to a constructive discussion.

Thank you for your understanding.

Hello everyone,

When you witness suspected behavior like Wicked did, please send a mail to exploits@arena.net with all necessary details (screenshots, locations, time, server etc…)

Thank you for your help!

Hi Jo Lyn,

If you’ve already sent a request to our customer support, we can only advise you to wait until they give you an answer.

Thank you for your patience.

Hello,

As Jinks stated above, please send a request to our customer support with all necessary details. One of our agent will answer as soon as possible.

Thank you for your patience.

Hello whiskeyshot,

While we totally understand the frustration that can be caused in this situation, we are unfortunately not able to accelerate the ban appeal review via the forum. Therefore, we can only advise you to be patient until one of our customer support agent answers to your request.

Also, if you haven’t received an answer since more than three days, please post in this thread and the issue will be looked into.

Thank you for your understanding.

Hi Testament,

If you haven’t received an answer from the customer support since more than 3 days, please post your ticket ID in this thread and the issue will be looked into.

Thank you.

Hi Everyone,

Unfortunately, we can’t check this kind of things via the forums. The best way to resolve this issue is to send a ticket to our customer support as Jinx stated.

Thank you for your understanding & patience.

Hello,

If you have already posted in the thread linked by Smooth Penguin, we can only advise you to wait until an answer is given.

Thank you for your patience.

Hello everyone,

It’s true that our team is a bit reduced due to this end of the year/celebration time.

However, I just wanted to tell you that we are still reading and forwarding all you concerns and requests to the appropriate teams. So no one has forgotten you.

I let this thread open, but please stay constructive and always write your posts according to the rules written in our code of conduct.

Thanks!

Hi everybody,

As we already have an identical thread here, we’ll now close this one in order to avoid duplicates.

Thank you for your understanding.

Hi everyone,

Shiningsquirrel is right, we do not suspend user’s accounts via an automatic system. Every suspension is delivered after a thorough investigation which will give us all necessary proofs about suspected behaviors.

Also, please note that you can always do an appeal after a suspension that in your opinion isn’t justified. To do this, please send a request to our customer support.

Thank you for your understanding.

Hi there,

If you check in the thief sub forum, you’ll see that we have a thread dedicated to the thief and its feedback.

Please post inside for more clarity.

Thanks.

Thanks to all folks who have given the right answer here. Indeed, all characters are bound to one and only one server. You can, however, transfer to another server for free once a week.

I will now close this thread.

Hi everyone,

As this thread is not constructive anymore, we’ll now close it.

Thank you for your understanding.

If you’re still experiencing this problem, our programmers have requested some more specific information to help focus in on the root of the problem:

1. Which server you’re on
2. Which map you can load into
3. Which map you can’t transfer to from there

Thank you!

Ath.2531:

Zid.4196:

You do realize this market is controlled by a small elite of TP manipulators who buy off precurors and relist only a few?

^^This. And the worst part of it all, this is well supported from Anet

We do not approve or disapprove such things; this is just how in game economy goes: precursors are very rare and therefore very expensive.

Also, as we already have threads regarding this topic, I’ll close this one and invite you to post in the already existing ones.

Thanks!

Hello Umaxer.

If you have not done it yet, please proceed to post a message in the following sticky. Also, if you have not done so as well, send a ticket to Customer Support, click here.

Thanks!

Hello everyone.

Ayrion, we understand that you want to help the user out but posting in this fashion in the forums does not really speed up the process. Once his account has been studied by Customer Support it will be released if he is found innocent.

Thanks for your understanding.

Hello everyone.

Just a quick message to let you know that I have merged two threads that were dealing with the same issue. Please, feel free to keep on posting and sharing your thoughts about your favourite match-up opponent during this year.

Hello there.

Kaylogin, as Butch has indicated, this measure is not a permanent one but temporal; we are just updating the preview feature and, at the moment, you cannot preview other types of armour. But this will change in due time so we would ask from you a little bit more of patience.

Thanks!

Hello everyone.

Uman, have you sent a ticket to Customer Support informing them about this incidence? (You say you have reported but I do not know if you have done this in the game or to Customer Support). If not, I would encourage you to open one as soon as possible, by clicking here. They are the ones who can help you effectively with this if you provide them with all the details about your account and problem.

This said, please note that the use of a demanding language on the forums will not speed up in any way the process of resolution. We proceed to close your thread because of that. If the ticket goes unanswered for three or more days, please, proceed to write the reference number and a little description in the following thread.

Thanks for your patience and understanding.